Switchboard and Administration Officer

**Administration**

**Brisbane**

**Full Time**

**Icon Group**

This is customer service & office role with no sales, no KPI’s, no debt collecting. Just help and direct our valued patients and clients to the right places and information.

Icon Group is Australia’s largest dedicated cancer care provider and has expanded globally into Singapore, Mainland China, Hong Kong and New Zealand. We are built on a strong but simple vision - to deliver the best care possible, to as many people as possible, as close to home as possible.

We bring together all aspects of quality cancer care, including medical oncology, radiation oncology, haematology, pharmacy and chemotherapy compounding to deliver a true end-to-end seamless service for cancer patients internationally. This care is delivered by a strong, experienced and passionate multidisciplinary team.

**Here’s what our people said what it takes to succeed and love life at Icon**:

- You’ll truly want to work together towards our ambitious vision and goals
- You’ll embrace and enjoy pace, progress, and change - we rarely sit still for long
- You’ll need a serious work ethic and a thirst for job satisfaction that sees you putting up your hand to grab opportunities

**A few of our benefits**:

- Discounts and cashback on hundreds of brands through our internal Ignite app
- Access to novated lease options via our partner RemServ
- Access to paid parental leave
- Access to our Employee Assistance Program (EAP)

**The Opportunity**
We are currently seeking a **Switchboard and Administration Officer** on a **full-time** basis at our **South Brisbane** head office. You’ll join a truly connected and talented switchboard team who are passionate about delivering exceptional service so that we’re providing the best possible patient care.

**About the role**:
You will provide secretarial and administrative support by phone and computer utilising our digital switchboard software, the ARC Console. As the first point of contact for customer and patient queries, you will deliver short, efficient, pleasant and helpful information to guide the caller to the relevant contact number or information that they require. We often receive calls from patients who are looking to contact the secretaries and frontline administrative teams who support our cancer care specialists, across our Southeast Queensland network.

Callers may be patients receiving life-saving cancer care, family members of patients, or various other healthcare professionals. Our role is to connect these callers with the appropriate team, in a professional, courteous, friendly, and timely manner.

Reporting to the Office Administrator you’ll be required to work Monday - Friday 76hrs/fortnight (8hr shifts falling between opening hours of 6:30am - 6:00pm).

Our team makes us who we are, they shape our impact and drive our success. And at Icon, you will be a true champion of our patients care by:

- Managing and answering the computerized (ARC) switchboard ensuring both internal and external customers receive an outstanding customer service experience
- Actioning franking of mail
- Meeting and greeting all visitors if reception is unavailable, providing exceptional customer service
- Providing water, tea, coffee to visitors when appropriate
- Assisting with other administrative tasks as needed

**About You**:

- Experience in a high-volume call centre/switchboard environment, or similar (preferred)
- Previous experience using ARC switchboard software or similar is highly advantageous
- Positive, team-focused individual with a 'can-do' attitude
- Exceptional communication and interpersonal skills (essential)
- Patient and empathetic nature, as you will often be interacting with patients, or their loved ones, who are likely experiencing a difficult time in their lives.
- Strong attention to detail
- Medium to fast typing speed (preferred)
- Available to work a rotating roster between the hours of 6:30am - 6:00pm Monday to Friday, with a willingness to occasionally work additional hours during periods of leave within the team (paid overtime for anything exceeding regular full-time hours)
- Ability to actively listen, ask qualifying questions and lead the conversation in order to direct/connect the caller to the appropriate team
- Please be advised that this role does require sitting for extended periods of time._

**Excited to join us and help change people’s lives for the better?